New TV broken on delivery

Winfield

Hi,

I appreciate many people will have been in this (or a similar) situation before, but what are my rights with regard to receiving a broken TV, which we had bought brand new from a retailer via their online shop?

Before we opened it, we noticed that the outer box had been damaged (prior to it arriving to our home via the couriers), and on opening, it was found that the screen has a massive dent with cracks stemming from it, so whoever damaged the box damaged the screen inside! 😕

Does consumer rights law change around the country? We're in Scotland, but purchased the television from a retailer in England.

Thanks in advance for your help and advice!

Diamandis

You just tell the retailer and return it for a replacement or refund. 

davidmcn

Winfield said:

Does consumer rights law change around the country? We're in Scotland, but purchased the television from a retailer in England.

No, it's basically the same law, just some differences in procedure depending on which courts you end up using (and on time limits if it was a purchase from years ago).

Al_Ross

Advise the retailer as soon as possible and they should organize an exchange. TVs delivered by couriers broken, very common.

mattyprice4004

As long as you told them in a reasonable time you’ll be fine - but if you’ve waited a week from delivery they’ll probably be less accommodating 

Anunnaki

Winfield said:

Hi,

I appreciate many people will have been in this (or a similar) situation before, but what are my rights with regard to receiving a broken TV, which we had bought brand new from a retailer via their online shop?

Before we opened it, we noticed that the outer box had been damaged (prior to it arriving to our home via the couriers), and on opening, it was found that the screen has a massive dent with cracks stemming from it, so whoever damaged the box damaged the screen inside! 😕

Does consumer rights law change around the country? We're in Scotland, but purchased the television from a retailer in England.

Thanks in advance for your help and advice!

The very first thing to do before coming on here would have been to notify the retailer of the damage?

Have you done this? if not asap. Did you notify courier on delivery about damage?

Surprisingly scotland. Is still part of the UK? So consumer law etc still applies although differences in court procedures.

Come back with outcome?

Winfield

Thanks for the replies - I didn't have the chance to check the TV until Saturday evening, so their customer services / shop would have been closed a few hours earlier (and they don't appear to be open on Sundays). I have logged a conversation with their online chat system, so should hopefully hear back from them on Monday - failing that, I'll call them from work.

We took receipt of the TV last Monday (5 days prior), but didn't notice the damage until we opened it - the damaged area on the box was facing the wall in the room it was kept in once delivered, so was hidden from view. We'd have opened it earlier, but genuinely didn't have the time due to work and home commitments (it was going to be one of my weekend projects).

My main worry is about returning it, due to its weight and size - who pays for the carriage of damaged goods, whether it was damaged by the retailer or the courier?

neilmcl

Winfield said:

Thanks for the replies - I didn't have the chance to check the TV until Saturday evening, so their customer services / shop would have been closed a few hours earlier (and they don't appear to be open on Sundays). I have logged a conversation with their online chat system, so should hopefully hear back from them on Monday - failing that, I'll call them from work.

We took receipt of the TV last Monday (5 days prior), but didn't notice the damage until we opened it - the damaged area on the box was facing the wall in the room it was kept in once delivered, so was hidden from view. We'd have opened it earlier, but genuinely didn't have the time due to work and home commitments (it was going to be one of my weekend projects).

My main worry is about returning it, due to its weight and size - who pays for the carriage of damaged goods, whether it was damaged by the retailer or the courier?

The retailer arrange and pay for the return.

Unfortunately this isn't what your main worry should be at this time. It's trying to convince the retailer that 5 days after having received a brand, spanking new TV you suddenly discovered an obvious dent to the box and subsequent damage to the TV. You may understand their scepticism if they come back and suggest it's been damaged whilst in your possession. 

Winfield

neilmcl said:

They retailer arrange and pay for the return.

Unfortunately this isn't what your main worry should be at this time. It's trying to convince the retailer that 5 days after having received a brand, spanking new TV you suddenly discovered an obvious dent to the box and subsequent damage to the TV. You may understand their scepticism if they come back and suggest it's been damaged whilst in your possession. 

I see exactly where you're coming from. It is unfortunate that things get damaged in transit 😕

Lessons learned regardless of the outcome here - the wife and I will only purchase large items like this from local retailers in future (for either local delivery or pick up).

JJ_Egan

May well get the worst of deals and no extra warranty in that case .

Winfield

JJ_Egan said:

May well get the worst of deals and no extra warranty in that case .

Maybe so, but at least we would be able to assure that if there were any transit issues, then that would be down to our own negligence.